What to prepare before your AI phone agent goes live

An AI phone agent is only as good as what it knows about your business. Setup is done together with you, and a little preparation on your side makes a real difference to how well the agent handles calls from the first day.

This guide follows the three steps of getting started: telling us how you work, setting up the agent together, and going live and reviewing. For each step, here is what to prepare.

Step 1: Describe how you work

Start by writing down what your front desk already knows by heart. You do not need perfect documents. Notes, price lists and a few examples of real calls are enough.

Services, hours and prices

• The services or menu items callers ask about most
• Prices, packages and any deposits
• Opening hours, holiday closures and last booking times
• Address, landmarks and parking

How bookings work

• How long each type of appointment or reservation takes
• Which staff, rooms or tables can be booked for what
• Your rules on cancellations, late arrivals and no-shows
• What details you need from every caller

When a person should take over

• Calls that must always reach staff, such as urgent or sensitive ones
• Who receives each type of call, and their number
• What happens outside opening hours: transfer, or message and callback

Your most common questions

Ask your front desk to keep a simple tally for a few days of what callers ask. The top ten questions, with your preferred answers, will cover many everyday calls.

Step 2: Set up your agent together

With that information, the agent is set up with you. Prepare for three things.

The script

The script is how the agent greets callers, what it asks and how it answers. Think about:

• How you want the agent to introduce itself and your business
• The tone you want: formal, friendly, or somewhere between
• Words or phrases your business always uses, or never uses

Your phone number

Decide whether to keep your existing number and forward calls to the agent, or to use a new number. If you forward, choose when: all calls, only when the line is busy, or only outside opening hours.

Your systems

If the agent should book directly into your calendar, booking system or CRM, gather the access details and name the person on your side who manages it. Also decide where call summaries should go: LINE, email or a dashboard, and who should receive them.

Test calls

Before going live, make test calls together. Ask a few colleagues to play real callers:

1. A simple booking
2. A booking that needs changing or cancelling
3. A question about prices or preparation
4. An urgent call that should go to a person
5. A caller who switches between Thai and English
6. A caller who is vague or changes their mind

Note anything that sounds wrong and fix it before real callers hear it.

Step 3: Go live and review

Once the agent is answering real calls, every call has a recording, transcript and summary. Use them, especially in the first weeks:

• Pick a reviewer. One person who reads summaries daily at first, then weekly.
• Look for gaps. Questions the agent could not answer usually mean information is missing.
• Check handovers. Make sure the right calls reached the right people, and callbacks happened.
• Keep information current. When prices, hours or staff change, update the agent the same day.

Also tell your team what is changing. Staff who know what the agent handles, and what it passes to them, will trust it faster.

Your go-live checklist

• Services, hours, prices and policies written down
• Top ten caller questions with answers
• Handover rules, names and numbers
• Decision on existing or new number
• Calendar, booking system or CRM access, if needed
• Where call summaries go and who gets them
• Test calls done and issues fixed
• A named reviewer for the first weeks

This is the same process Lumos follows with every business: you tell us how you work, we set up your agent with you and test calls together, and you go live with a full record of every call. You can change anything at any time.